InMoment XI

NOVEMBER 15, 2023

Consider a mobile banking app that recently updated its user interface. If the CES scores are consistently high, it confirms that the app changes were well-received, simplifying the banking experience for users. What is the ROI of Customer Experience Analytics? Most organizations struggle proving ROI with their CX programs.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money.

Social Media 52

Social Media Return on Investment ROI Average Handle Time 52

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money.

Social Media 40

Social Media Return on Investment ROI Average Handle Time 40

Pointillist

MARCH 1, 2019

This analysis reveals not only where the calls originate from but also where to target investments to get maximum ROI while keeping customer satisfaction unchanged. Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital. In fact, a recent survey of U.S.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

This analysis reveals not only where the calls originate from but also where to target investments to get maximum ROI while keeping customer satisfaction unchanged. Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital. In fact, a recent survey of U.S.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

Michel Falcon Experience

FEBRUARY 11, 2019

But, um, I, truth be told, I actually had one of the largest average handle times in the call center and I swear I, I pinpoint it to that I wasn’t going to be a call center guy forever. investors, are bank representatives. If you deal with a bank representative, tried to enter a understand their personality type.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60